[benVFR]

Talk to your manager again and see if you need to go even higher then that.

Regardless of his race, country of origin, etc.. as soon as someone swears or totally loses their professional demeanor on the phone you should be able to request a new representative from their company to take over.

This should be in your customer service contracts, etc.. I have no idea what kind of product you are supporting or selling but if it's anything with any level of expense this is totally reasonable.

We have to put up with a lot of sh*t cause our customers spend huge amounts of money but our managers have been very cool.. there is a line and as soon as someone crosses it the account managers at both ends are involved and that person is no longer allowed to contact us. Swearing on the phone or in email is generally considered over that line.